In our society today, we often hear the words “customer service” used to signify that an organization’s primary focus is on its customers.  We also have heard another term used, “customer no service.”  This term was derived to designate those organizations where customer satisfaction is not the primary focal point.  Unfortunately, success either never comes, or is very fleeting for those who find themselves in the latter group.

Why is this?  The answer is quite simple.  Without customers, no business can survive, let alone prosper.  Dentistry is no different!  Patients have many choices for dental care today.  In most metropolitan areas in the U.S., there is a dental office on every corner, so competition is fierce, and patient retention is more challenging than ever before.

So, what can we do in our practice to insure we not only attract new patients, but hang on to the ones we have?  You guessed it!  Excellent customer service!  What exactly does this mean, you might ask?  It means putting the needs of the customer (patient) first.  When that patient calls on the phone, or walks through the door of our office, they have to feel that they are number one!  No matter what else might be going on around us, our number one responsibility, regardless of what our role in the office, is to make each and every patient feel important, listened to, cared for, and appreciated.

It is not okay to get this right some of the time.  We have to get it right 100% of the time.  This starts from the way we answer our phone, and carries all the way through our clinical care and the way we handle our patients’ financial concerns.  Every patient is an individual, with unique circumstances and needs.  It is absolutely critical that we recognize this and behave accordingly at all times. Read More